Written by,Dr. Rick BrinkmanDr. Rick Kirschner

Sameer Kumar Rai

ABOUT THE AUTHORSABOUT THE AUTHORS

Dr. Rick Brinkman & Dr. Rick Kirschner are professional speakers.

Co – authors of the bestselling audio-video tapes How to Deal with Difficult People and the best selling book Dealing with People You Can’t Stand.

They have shared their insights with audiences worldwide through their company R & R Productions.

ABOUT THE BOOKABOUT THE BOOK

Identify ten bothersome behaviors

Deal successfully with each of them

Understand the thought and fears of difficult

people

An understanding of whom we are dealing with

and what motivates them

Turn conflict into cooperation

THE TANKTHE TANK

THE KNOW IT ALLTHE KNOW IT ALL

THE WHINERTHE WHINER

THE SNIPERTHE SNIPER

THE THINK THE THINK THEY KNOW THEY KNOW

IT ALLIT ALL THE MAYBE PERSONTHE MAYBE PERSON

THE GRENADETHE GRENADE

THE YES PERSONTHE YES PERSON

THE NOTHING PERSONTHE NOTHING PERSON THE NO PERSONTHE NO PERSON

THE TANKTHE TANK

• Stand your ground

• Interrupt

• Don’t defend

• Aim for the bottom line

• Peace with honor

THE SNIPERTHE SNIPER

• Stop, Look, & Backtrack

• Ask the “Relevancy” question

• If he/she will talk -- LISTEN!

• Suggest a friendly future

• Don’t overreact

THE KNOW-IT-ALLTHE KNOW-IT-ALL

• Be prepared and know your stuff

• Don’t resent the Know – It - All

• Present views politely

• Acknowledge his/her competence

THE THINK THEY KNOW IT ALLTHE THINK THEY KNOW IT ALL

• Give them a little attention

• Ask for specifics

• State facts as you know them

• Provide a way out

• Handle alone whenever possible

THE WHINERTHE WHINER

• Listen

• Prepare to interrupt – get specific

• Acknowledge the complaint

• Don’t ask Whiners why they’re complaining

• Use limiting responses

• Move to problem solving

THE MAYBE PERSONTHE MAYBE PERSON

• Help them voice concerns

• Provide face-to-face support when possible

• Use a decision – making process

• Re – assure and follow through

May be……

THE YES PERSONTHE YES PERSON

Make the Yes Person comfortable

Talk Honestly

Help them learn to plan

Ensure commitment

THE NOTHING PERSONTHE NOTHING PERSON

Plan enough time

Lighten it up

Avoid getting angry

Show the future

THE GRENADETHE GRENADE

Get the attention

Show your concerns

Reduce intensity

Avoid setting off the Grenade

THE NO PERSONTHE NO PERSON

Go with the flow

Use them as a resource

Give them time to think

Appreciate the NO person

NOOOOOOOOOOOO !!!!

!!!!!!

CONCLUSIONCONCLUSION

Even if we can’t change difficult people, we can

communicate with them in such a way that they

change themselves. It’s a matter of knowing how

to get through to them when they’re behaving

badly.

Courtesy

SAMEER KUMAR RAI

SIVA SIAVNI INSTITUTE OF MANAGEMENT